Not so jolly about Jollibee

Image credit: pauljurey.multiply.com

An endeared name in the field of human resource management and an accomplished people manager herself, Ms. Tessie Dela Cruz never thought that she'll experience what she describes as poor customer service in one of the outlets of a very popular fast food chain.

She was expecting a happy dining moment since the the store is named after a cute little friendly insect in a pleasing mood. But what she got was a sting of a bee which she find unbearable that she sent a letter to the company.  As of today, she is still waiting for a response.

The unedited letter is published in ins entirety on this blog in the hope that this will reach the proper authorities so that what happened to Tessie will not be experienced again by any of their customers:  

May I please bring this matter to your attention or if you can please endorse it to your Operations Manager in Jollibee.

Yesterday, July 22, 2012, at 515PM, my family and I went to Jollibee Shell Marcos Highway.  It was raining so hard that we brought out from the car 3 umbrellas and we were told just to put it beside the door as the store does not have any designated place for it.
 

When we were placing our orders, my son happened to look outside and he saw one of the delivery boys named JESSIE taking away our biggest umbrella without any word. My son run after him only to be ignored and he just continue to walk and it looked like malayong pupuntahan because I stood at the door to look at him.

We told the Manager Tim Estadilla about it only to be ignored, continuously take our order, na may "ngising aso". Again I told her about it and she did nothing and that made me and my son flared up. It was only then she told another delivery boy, LUCIO, to run after Jessie. This Lucio again took another one from our umbrellas without saying anything or asking permission. And the more we got angry.

I approached another Manager by the name of Jocelyn Rance, told her about it, and for goodness sake, she just stared at me and continue what she was doing.

Yes, UMBRELLA LANG YAN, but our point was and to my quote my son - WAS THAT THE KIND OF TRAINING YOU ARE GIVING YOUR PEOPLE?

Don't they know the proper courtesy to extend to your customers, and even you (Tim) just ignoring your customers? Just taking things from anywhere else without asking as to who the owner was?
My son even asked MGR TIM, how about if we take your motorcycle without permission, what will you do? We have placed some of our orders but I did not continue ordering for more because of this.

I again approached MGR JOCELYN, sat down with her and with some of the crew sitting infront of her, told her. "I TOLD YOU ABOUT THE INCIDENT and it looks like PAREHO KAYONG MGA MGRS DITO that you don't give a DAMN sa concern ng mga customers ninyo." Makakarating ito sa top management ninyo.

Another thing was the way the utensils of our orders were handled. As you can see in the pictures, there was the stainless SPOON and the PLASTIC FORK. There were only a few customers then even less than 10, and we were told "WALA PA PONG HUGAS NA TINIDOR"! My Lord and my God. We would understand kung maraming tao but for only a few.......and there were lots of crew over there.
 

Our very jolly spaghetti meal

We actually planned to eat at Shakeys but due to the insistence of my grandchildren that we drove back to Jollibee only to be disgusted over the situation.

I am bringing this to your attention with all the hope that something can be done about this. 
 
Thanks and regards,

Tessie dela Cruz of Antipolo City

What do you think? Is Tessie right to have this incident shared to everyone. We would like to hear what's on your mind.